Table of Contents for Excellence Every Day

Preface

Chapter 1: In Search of Excellence?
    Excellence—Today More Then Ever Before
    Excellence or Nothing

Chapter 2: The Excellence Myth
    Admiring the Legends
    The Culture of Dilbertism
    The Theory of Excellence
    Now What?
    Excellence Every Day?
    Excellence Aptitude Test

Chapter 3: Why We Fail to Delight Our Customers (While We Think We Do)
    The Gaps Tell the Story
    "I Wish I Could Do More"

Chapter 4: Excellence—Defining, Believing, Living
    Excellence vs. Consistency
    Anticipation
    ResponseAbility
    The Art of the Human Touch
    Story 1—Early in the Morning
    Sincerely Yours

Chapter 5: The Daily Choice You Make—Delivering Excellence One Decision at a Time
    Choices or Chores?
    Does It Have to Be Every Day?
    Twenty Years to Overnight Success
    Excellence Starts with You
    The Puzzling Paper Clips

Chapter 6: Creating Organizational Excellence
    Millions of Daily Choices Every Day
    "You Must Smile Sincerely at All Times"
    The New E?
    Generation Why?
    Upside-Down Management
    The Entrepreneurial Manager
    "We Just Do"
  Story 2—Fly the Server
  Excellence and the Art of Persuasion

Chapter 7: Leading Your People to Excellence
    Serving Your Employees
    Story 3—Summer Santa
    Live in the Customer’s Shoes
    Empowered to Make the Right Decision?
    Permission To Fail
    Story 4—Mistake of the Month
    Recognizing Excellence
    Would You Go All the Way?
    I Will Take the Cynic Over any Other Employee
    Tell Me a Story
    Story 5—Celebrating the Heroes
    Excellence Enablement

Chapter 8: Making Excellence Personal
    When I Grow Up I Want to Be...
    Mechanical Performance vs. Impact Performance
    "How Would I Like to Be Treated If I Were on the Receiving End?"
    Inertia – Falling into a Performance Coma
    Make It Personal
    Hi, You! Yes, You!
    Be Proud of Your Masterpiece
    It Is All Around Us

Chapter 9: Excellence Daily Choice—Personal Leadership
    Story 6 - Performance at the Moment of Truth
    Story 7 - In Search of the Right Customer
    Story 8 - To Tie or Not to Tie: That is Not the Question

Chapter 10: Excellence Daily Choice—Taking Ownership
    Story 9 - Waiting at the Altar
    Story 10 - Chocolate Chips to the Rescue!
    Story 11 - Never Give Up
    Story 12 - In Sickness and in Health

Chapter 11: Excellence Daily Choice—Creative Ways To Delight
    Story 13 - The Extra That Makes the Difference
    Story 14 - Delighting Customers One Clip at a Time
    Story 15 – The Old Is Dead – Long Live the Change
    Story 16 - Creating Customer Compliments in 5 Minutes

Chapter 12: Excellence Daily Choice—Wow!
    Story 17 – All You Need Is Love … in 11 Languages
    Story 18 - Excelling at the Smallest Details
    Story 19 - The Sweet Taste of Everything
    Story 20 - A Courier for a Day or Redefining On-Time
    Story 21 – Who is Dr. WOW?
    Story 22 – A Beary Passionate Place to Be

Chapter 13: Excellence Daily Choice in Difficult Times
    Story 23 - Redefining "Getting it Done"
    Story 24 - With Patience and Perseverance
    Story 25 - Everyone Listens to Customers
    Story 26 - Chainsaw and the Art of Amazing Customer Experiences
    Story 27 – Wrenching Customers Away from the Competition
    Story 28 – Team Excellence or the Gifts Keep on Coming

Chapter 14: Just Imagine...Then Make It Happen
    Are You Ready to Deliver Excellence?
    Life-Long Pursuit of Excellence
    Only 15 Minutes of Fame?
    It's Show Time
    Be Originally You
    The More You Give, the More You Have
    I Think I Can...
    Higher and Higher